Shipment Processing Time
All orders are processed within 1-2 business days. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone. Some orders may also experience delays due to fish quarantine.
Orders are not shipped or delivered on weekends or holidays.
Packing
- Live Fish Packing:
All the fish are packed in thermocol boxes as this is the permitted way and the only way to keep the fish warm enough to avoid injuries. - Goods Packing:
Cotton box packing is used for dry goods like foods, medicines, filters, lights, and live plants. If you are concerned about cotton box packing for your ordered glass items, you can select thermocol packing. (We normally pack glass tanks in thermocol boxes, so you don’t need to select thermocol packing for glass tanks.) - All products are checked and verified before packing and dispatched from our shop.
- If items are damaged during shipping and become unusable, they are covered by a DOA claim.
- If the fish die during transport, we will make a claim for the dead fish on the next order.
For the claim, we require an unboxing video clip.
Delivery Processing Time
Once your order is shipped, you will receive a Shipment Confirmation email containing your tracking number(s). The tracking number will be active within 12 hours. After your order is shipped, you can expect to receive it within 1-3 business days.
In-store Pickup
You can skip the shipping fees with free local pickup. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pickup.
We will send you an email when your order is ready, along with instructions.
In-store pickup hours:
Monday to Friday: 09:00 AM to 05:00 PM.
Please have your order confirmation email with you when you come.
